Customer Experience Magazine https://cxm.co.uk/ Customer Experience Magazine is packed full of all the latest news and articles from the world of Customer Experience. Fri, 29 Mar 2024 08:46:13 +0000 en-US hourly 1 https://cxm.co.uk/wp-content/uploads/2015/09/cropped-CXM-logo-short-for-dark-bg1-32x32.png Customer Experience Magazine https://cxm.co.uk/ 32 32 This week in CX: Half of UK adults are using AI chatbots for customer service   https://cxm.co.uk/this-week-in-cx-half-of-uk-adults-are-using-ai-chatbots-for-customer-service/ Thu, 28 Mar 2024 16:15:14 +0000 https://cxm.co.uk/?p=103527 This week in CXHappy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at what is currently causing chaos for online merchants, recent CS usage of AI chatbots, and further consumer usage of generative AI.  Key news Majority of Online Retailers Leave +40% of Chargebacks Undisputed, Contributing to Lost Revenue and...

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How to get the most out of Voice of the Customer platforms https://cxm.co.uk/how-to-get-the-most-out-of-voice-of-the-customer-platforms/ Mon, 25 Mar 2024 16:20:39 +0000 https://cxm.co.uk/?p=103365 voice of the customer platformsIn Customer Experience Management, the Voice of the Customer (VoC) stands out as a popular and powerful tool. It is easy to start and as we build our skills, it takes us on a transformative journey as we progress from fixing issues to driving disruption. VoC also sheds light on evolving customer expectations. Of course, this...

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Traditional purchase journeys are dying. The future lies in the in-stream checkout https://cxm.co.uk/traditional-purchase-journeys-are-dying-the-future-lies-in-the-in-stream-checkout/ Mon, 25 Mar 2024 12:52:32 +0000 https://cxm.co.uk/?p=103456 in-stream checkoutAs we head towards the second quarter of 2024, retailers can be forgiven for feeling nervous. Strong retail sales volumes in January 2024 were an encouraging sign, but look to be going against the grain with the UK currently in recession. Once again, retailers need to be doing everything they can to maximise revenues in an uncertain economy.  As...

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What do consumers really think about AI in retail? https://cxm.co.uk/what-do-consumers-really-think-about-ai-in-retail/ Mon, 25 Mar 2024 12:32:47 +0000 https://cxm.co.uk/?p=103472 AI in retailNot long ago, Artificial intelligence (AI) was something you only saw in sci-fi movies. Now, however, it is an everyday tool that people use to process data, create content, distribute information quickly and process data, and it’s here to stay.    Yes, AI is getting lots of attention these days, but brands have been using it...

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This week in CX: only 46% of employees feel their career development is supported https://cxm.co.uk/this-week-in-cx-only-46-of-employees-feel-their-career-development-is-supported/ Fri, 22 Mar 2024 08:43:04 +0000 https://cxm.co.uk/?p=103439 This week in CXHappy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at Gartner’s latest research into employee career development satisfaction and digital workplace tools. There’s also the latest research on eCommerce trends.  Key news Just 46% of Employees Are Satisfied with Their Career Development   A September 2023 Gartner survey...

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The evolution of technology through a businesswoman’s lens: Interview with Medallia’s Simonetta Turek https://cxm.co.uk/the-evolution-of-technologythrough-a-businesswomans-lens-interview-with-medallias-simonetta-turek/ Sat, 16 Mar 2024 09:48:15 +0000 https://cxm.co.uk/?p=103278 Simonetta TurekIn honour of Women’s History Month, and our campaign to raise the volume on women’s voices in business, Customer Experience Magazine is honoured to host an interview with Simonetta Turek. She is the Chief Product Officer at Medallia, and has already made a huge push forward in their AI innovation initiatives. This conversation will delve...

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Maximising customer experience in the omnichannel era https://cxm.co.uk/maximising-customer-experience-in-the-omnichannel-era/ Fri, 15 Mar 2024 10:09:37 +0000 https://cxm.co.uk/?p=103362 CX omnichannel eraThe transition from traditional call-based centres to diverse, omnichannel contact centres is here to stay. Omnichannel service transcends the conventional multichannel approach by integrating different modes of communication, closing the technology gaps between them. This integration minimises repetitive information and maximises agent performance, ensuring customer information can seamlessly transitions between channels. However, most contact centres aren’t optimised to take advantage of...

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Breaking barriers for women in leadership: 4 simple tools to enforce in your organisation https://cxm.co.uk/breaking-barriers-for-women-in-leadership-opportunities-in-cx-and-contact-centres/ Fri, 15 Mar 2024 09:54:20 +0000 https://cxm.co.uk/?p=103358 women in leadership in contact centresIt is no secret that it is more difficult for women in business to achieve leadership positions within their organisations. There are several reasons for this, including gender bias, lack of opportunities, and work-life balance challenges. Women in leadership is a long-term goal for them to aim for. So, when they have broken the barriers and...

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This week in CX: the cost of bad customer service https://cxm.co.uk/this-week-in-cx-the-cost-of-bad-customer-service/ Fri, 15 Mar 2024 08:41:19 +0000 https://cxm.co.uk/?p=103354 This week in CXHappy Friday! ‘This week in CX’ brings you the latest roundup of industry news. This week, we’re looking at the cost of bad customer service, marketers missing out on personalisation techniques, demands for sustainable shopping, and B2B buying habits.  Key news Bad Customer Service Threatens $3.7 Trillion Annually as Frontline Workers Reach a Breaking Point Research...

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Old money prefers human support https://cxm.co.uk/old-money-prefers-human-support/ Wed, 13 Mar 2024 10:36:17 +0000 https://cxm.co.uk/?p=103327 Miles Davis once remarked after a gig, “It’s not about the notes you play, it’s about the ones you don’t.” We are in an era where the consumer experience is not solely about the emotions one feels. Far more crucial is the ability to manage what a person does not feel and the rational conclusions...

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